Breaking the Ice Episode #11: Boosting Morale with Nate Brown
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director […]
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7 More Technologies To Jumpstart Your Customer Service
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging […]
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Breaking the Ice Episode #10: Listening to the Voice of the Customer
And we’ve officially broken the ice 10 times! In Episode #10 we’re so excited to be joined by our friend Ben Motteram, the CXpert. This […]
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9 Insights Gained from Opentalk 2017
I had the privilege this week of attending the 2017 Opentalk Summit by Talkdesk in San Francisco. The two-day event featured some exciting updates about the Talkdesk platform, glimpses of emerging customer service technologies, and insights from industry experts. Rather than overwhelming you with a huge recap, here are my top nine insights from the week.
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Building Word Clouds with the Best of Them
This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to […]
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Breaking the Ice Episode #9: Our Favorite Customer Service Metrics
It’s here! Episode #9 of Breaking the Ice is a good one. In this episode, you’ll learn some juicy information about Jenny and I. First, […]
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The Benefits of Artificial Intelligence for Contact Center Leaders
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a […]
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When Customer Service Gets Personal
This article was originally published on the FCR blog on April 17, 2017. Click here to read the original. I recently wrote an article for […]
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Mary Had A Little L.A.M.B.
This is an updated version of the post Bahhddd Feedback which I wrote in 2013. Your customer service representative, Mary, received some negative feedback from a […]
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A Recipe for Consistent Customer Service: 5 Key Ingredients
This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017. Click here to read the original. A customer contacted […]
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